Sync Problem Charge 5

[Hendrik55]

My Charge 5 does not want to sync. Usually I have to turn on location first while the Charge 5 has its own GPS. Why is that necessary to turn it on, on my phone? Sometimes my heartbeat is synced, but I can't get the walk I took to show up. Is this a bluetooth issue? Nokia 6.1 up-to-date with android 10
Restarted Charge 5 and phone for the 100,000th time and now they are back in sync. I think the Charge 5 is worthless if I have to go through so much effort to get the devices in sync.

Why can/doesn't Fitbit fix this issue? 🤔

Many users suffer from this problem I read here ! Very disappointing!  😞

I think I'm going for a refund and look for a device from a different brand.

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Anyone from Fitbit with a comment? Or is this problem ignored?

[DoxieGran]

I have also been having this problem on and off since I got my charge 5. I have repeatedly done all the steps you are advised to do, yet there she is, the dreaded teal banner. So disappointing to get a much anticipated XMas gift, and it not work properly. I had a Charge 2 before this, and I had the odd syncing problem, but nothing like this.  Fitbit needs to get on the fix!

[Hendrik55]

Fitbit should fix this as soon as possible! 🙂👍

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Hello,
 ..my prayers have been answered, at least it seems ..

Last Thursday or Friday I saw a notification on my Fitbit about an update (I thought?) and immediately afterwards my Fitbit rebooted.
I was busy and didn't pay much attention to it.
….but since then the problem seems to have been solved and Charge 5 and my phone have been in sync almost continuously.
My question to Fitbit is, is there any new firmware that might have solved this issue????
I now have firmware 57.200001.149.11
I don't want to cheer too soon, but I hope to get confirmation from Fitbit.
The next question is, how can I check if there is new firmware and how can I force the installation?
Can someone answer that?

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@DavideFitbit:

My question to Fitbit is, is there any new firmware that might have solved this issue????
I now have firmware 57.200001.149.11
I don't want to cheer too soon, but I hope to get confirmation from Fitbit.
The next question is, how can I check if there is new firmware and how can I force the installation?

@DavideFitbitcan you confirm this and do you haven an answer?

[Wibby]

Hello @Hendrik55 

I’m not Davide but I can tell you something about the Firmware Update.  It was announced in this Community and had a Sticky Thread for a while.

Firmware Update  

The updates get rolled out gradually and show up in the App on your phone when you tap on Charge 5.

You currently have the latest version,

If you read the thread attached there are lots of hints and tips given about updates and people also posted their problems.  It might be a useful read for you.

 I hope you can finally enjoy your Charge 5 noe that your firmware is up to date.  

One thing is to check your settings and preferences as sometimes the update changes them.  I hate the Heart Rate Zone Notifications and was horrified to find them going off during a jog straight afterwards.  I had to reset it when I got home and had a chance to check his to do it…

[DavideFitbit]

Hi, thank you for all the details that you've shared about this problem you've been experiencing with the Charge 5 and the troubleshooting steps that you already tried. 

@Hendrik55 Thank you for confirming that you're device has been syncing properly. As @Wibby mentioned earlier, the last firmware update for the Charge 5 was released a few months ago, but it's possible that it hadn't been updated properly or that the banner that you saw was related to an update for the Fitbit app. You can find more information about these updates in this article. The last version available for the Charge 5 is the 1.49.11. 

If there is an update available for your device, you will see a red banner at the top of the Dashboard when you open the Fitbit app. There is another problem users are experiencing with the Bluetooth getting disconnected, but this has been happening to iOS users, and I haven't seen it with Android so far. I saw in a different thread that you already checked the basic troubleshooting steps. In case you experience the same problem again, I recommend that you get in touch with the Customer Support team for further assistance with this. Click here to get connected

Regarding the location services, you can find more information about this in the article: Why is the Fitbit app prompting me to turn on location services?

@DoxieGran Could you please provide a few extra details about this problem? Let me know what you see on the teal banner you mentioned earlier and if you're having trouble to sync your daily information. 

I'll be around. 

[Hendrik55]

@DavideFitbit 

Hello Davide,

I think the problem of not syncing has been solved with the new firmware. I haven't experienced any problems since then and I hope it stays that way.

I didn't get in touch with Customer Support team because I hope I don't need futher assitance.🙂

I'll read the link on the need for locationservice again. I keep finding it strange that the app needs my location.

Thanks for all the tips and help.👍👌

[Victorywalker]

My charge 5 works some days but not others! I have been extremely disappointed with it overall! It doesn’t notify me that my battery is getting low like my versa did and sometimes I have to charge it every two days! The ad sai the battery should last a week. Some days sows my steps but not heart rate oxygen level, sleep score etc. when it shows calories burned it is alway less than what my phone shows. I could always feel my Versa vibrate for notifications but seldom feel the Charge 5! Totally disappointed! I purchased it right before Christmas but didn’t set it up for a couple if weeks but has been very dissapointing

[Hendrik55]

My advice would be:

Check your firmware version as described in this thread by Wibby.

Restart your phone AND restart your Charge 5 as described by DavideFitbit in the second post in this thread :

https://community.fitbit.com/t5/Charge-5/Charge-5-doesn-t-sync/m-p/5057790/highlight/true#M8263

If the problem is not solved get in contact with DavideFitbit.

Succes!

[DavideFitbit]

Welcome to the Community forums, @Victorywalker. 

I appreciate all the details you've shared regarding these problems you're experiencing with the Charge 5.  

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they have sent you some instructions. In this case, they will let you know how to proceed. 

@Hendrik55 Thank you for sharing this update! It's great to know that your device has been syncing properly since the update.

Have a good day. 

[TerriGregory]

I think Fitbit's customer service is incredibly inconsistent. In the past I could find this fix, but it seems to have disappeared. Fitbit is absolutely not spending profits on customer service. And the Help is absolutely nonexistent. I love the Charge 5 when it works.

Yes, Bluetooth gets disconnected in Android phones. It may be more a problem with the Motorola brand. I thought I'd gotten this fixed, but now my Fitbit Charge 5 won't sync. Again.

[DavideFitbit]

@TerriGregory Thanks for your reply and for confirming that you've been experiencing the same problem. 

If you haven't done so already, please try the following steps that have been useful for other users as well:  

• Force quit the Fitbit app. 
• Turn Bluetooth off and on. 
• Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available.